Major Disappointment! Posted Sep 12, 2013
In past visits to Las Vegas I have typically stayed at hotels at a higher price-point, but I had been in the casino and Miracle Mile shops at Planet Hollywood before, so I was optimistic about the hotel itself and thought it'd be adequate for this girls trip. My disappointment started immediately upon check-in. We checked in on a Thursday (09/05/13) around noon and were in a "relatively" short line for over an hour. There were at a maximum 3 associates checking in guests and each check-in was taking up to 15 minutes. Just when an associate would finish with someone else, they would slip away to the back room for some time, only to be reemerge 10 minutes later to an ever growing line. Once we got our room assignment, we went up to our room on the 8th floor. The particular elevator we took had seen better days. There were panels on the elevator walls that were broken or in disrepair, and there were stains on the floor. Once we got off the elevator, we were met with more carpet stains... these much larger and looking as if they'd been there quite a while. The wallpaper was dark, as were the stained carpets, and there was poor lighting, which gave the whole floor a dismal feeling. When we got to our room we were greeted with more darkness, as there was only a small overhead light by the door, a dim floor lamp and bedside lamp. We went to the pool on Thursday and after calling ahead to confirm that the pool opened at 9:00 am, we (and several other guests) were told upon arrival that the adults only pool in fact was not open, did not open until 10:30 am, and that they'd been asking "them" to fix that message forever but no one bothered to do anything about it. We made our way to the family pool and were disappointed to see that the cabanas and beds available for rent were old and dingy and nothing I'd sit on for free, much less for a charge. We grabbed several towels and placed them over the equally old (but free) lounge chairs in a corner of the pool area. The following day we made our way back to the same area where we sat for a while until we were informed that the same area that we and several other guests had been sitting in before, was reserved space for the cabanas (that no one was using then or at any time before or after). When we asked about this sudden change in the rules from the previous day, we were told "I don't know... my manager just told me to have you guys move." The one highlight of the trip was eating at Gordon Ramsey's restaurant BURGR. The service was fast and the food was flavorful and reasonably priced. We ate there twice on this trip. However, I'd just as soon stay somewhere else and just walk over to eat here. Overall, not only would I never stay at this hotel again, I'd actively encourage other people to avoid this hotel as well. Though the price-point may be somewhat lower than other hotels on the strip, in my opinion you get less that what you pay for when staying here in service and environment.